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KM
Kgomotso M

1 reviews | Active since Oct 2017

24 Mar 2025, 16:05

Company Handset Blacklisted by Vodacom without me requesting it to be Blacklisted

On the morning of 20th March 2025, I was unable to receive or make outgoing calls on the prepaid business line. I contacted Vodacom Customer Care and I was told the problem is with the Vodacom prepaid sim. I was told to go purchase R10 airtime from Spar and physically load it even though explained to the customer care rep that I have been using this sim card since November 2024, and I had been loading airtime via my banking app. She told me to wait a few hours, and the line would be working. I waited till the 21st of March and the line cannot receive nor make any outgoing calls. I was told to go visit the physical Vodacom store which I did and when I got there, I was told that Vodacom had blacklisted my actual handset. This came to a big surprise to me as I bought this handset cash from Makro November 2024, but the print out I was given at the vodashop at Cresta Shopping Mall read that it is Blacklisted by Vodacom. I have never logged a call requesting for this handset to blacklisted. I was told to get a unblacklisting form, complete it and email it back to vodacom, which i did but still the phone remains blacklisted. I have now called customer care and the rep has now instructed me to go back to the vodashop and ask for assistance there as she is unable to assist me.

This is a phone the company uses to communicate with parents as we run a coding and robotics school for kids aged between 6-18. Imagine parents and potential clients not being able to contact the school because of this mess that Vodacom has caused. I was even told that the system had randomly blacklisted handsets... so if they (Vodacom) are aware of this why have they not fixed this problem as this has cost the company a lot of money, when do i get time to run around looking for vodashops when I'm supposed to be working?

Can someone from Vodacom please rectify this with immediate effect as we are working at a loss because of your systems.

0
Replies (6)
Vodacom
Vodacom's reply25 Mar 2025, 08:03
Official
 
Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,

Vodacom Consumer Website Team 

 
KM
Kgomotso M's update26 Mar 2025, 10:40
Reviewer Update
Hi Vodacom,

Our business handset has been blacklisted since last week Thursday, on the above response you promised that a representative would contact me. I have not been contacted by anyone from Vodacom to date. I did contact customer care yesterday at 4pm and was told to follow up with the Blacklisting department on the following numbers *** & *** (BOTH NUMBERS DO NOT WORK) why are your employees not giving clients the right information? I called the 082 135 again and the call centre agent said I should follow up by email to *** . Once again no response. Your reference number is EC-218Y-2BO5T6. Can someone please unblacklist this handset. We have lost a lot of business and prospective clients not being able call in makes us seem like a shady business. we have ads running with this line but people cannot get through.

This is unacceptable and frustrating. I'm really disappointed
KM
Kgomotso M's update02 Apr 2025, 06:23
Reviewer Update
Hi

This device was unblacklisted by Vodacom last week. It has just been blacklisted again today. Can someone please tell me what exactly is going on there. I have lost business for 7 days less than a week ago and I wake up with the same problem this morning. Can you please sort this out today. I don’t think it is fair for me to now have to go through the same process of unblacklisting this handset. Someone over there needs to stop this nonsense.
KM
Kgomotso M's update09 Apr 2025, 08:41
Reviewer Update
Hi,

My device has been blacklisted again. This seems to happen every week. it is a total nightmare as i lose business every time this happens. then i have to wait 48 hours for it to be resolved. I did not give authorisation to blacklist this handset and am not sure who keeps blacklisting it. I have the box with me and the phone with me. can someone please assist me permanently with this issue. it's just ridiculous and an absolute waste of time.
KM
Kgomotso M's update09 Apr 2025, 08:55
Reviewer Update
I can't even get through to your customer care as your system has blocked me there too because there's been many calls made from my number to Vodacom Customer Care to fix a problem that Vodacom has created. what am I to do now? I have been given some number to call that will charge me R2 a minute (I don't have it as the phone you have blocked has the airtime. WHY AM I AM BEING INCONFIENIENCED FOR A PROBLEM I DID NOT CREATE????!!!
KM
Kgomotso M's update09 Apr 2025, 10:05
Reviewer Update
I am writing to formally lodge a complaint regarding the repeated and unjustified blacklisting of my business phone number, which is significantly affecting my operations and reputation. I run a coding and robotics extramural school for children aged 6 to 18, and the frequent blacklisting of my phone is causing substantial disruption to my business.
Since the 20th of March, my business phone has been blacklisted on three separate occasions. On each occasion, I have had to complete forms and go through the unblacklisting process, despite having never authorized any blacklisting of the handset. This ongoing issue is not only wasting my valuable time but is also causing me to lose clients.
What concerns me most is that this issue is affecting my relationship with parents and children who rely on me for their care. Parents often leave their children in my care during after-school hours, and when they cannot reach the school due to the phone being blacklisted, it causes unnecessary panic and anxiety. This is detrimental to my reputation and is leading to a loss of trust from the parents who depend on us.
The recurring blacklisting of my business phone is having a severe financial impact and harming the image of my business. This situation has now reached an unacceptable level and I kindly request that it be thoroughly investigated. I would appreciate a clear explanation as to why this is happening, as well as immediate action to prevent this from occurring again in the future.
Please treat this matter with the urgency it deserves, as I am unable to continue facing these disruptions, which are not only costly but are also damaging the reputation of my business.
Thank you for your attention to this issue. I look forward to your prompt response and resolution of this matter.